Consultant, Customer Service (Hybrid)

03/14/2025

Locations: Berlin, Connecticut; Windsor, Connecticut

This position supports the Payments & Print team within the Customer Operations and Digital Strategy (CODS) organization by planning, developing, and implementing analytical tasks and assignments.

Key responsibilities include:

• Performing analyses.

• Coordinating tasks with internal IT and regulatory partners.

• Identifying and implementing business process improvements.

• Developing reports and analyzing data from IT systems, including data marts and warehouses.

• Creating and documenting technical specs, test plans, and implementation plans for system/process-related work requests.

• Collaborating with IT to enhance systems, making business processes more efficient.

• Reconciling customer payments on a daily basis.

• Monitoring payment file receipt from vendors to ensure timely payment posting.

• Performing mail merges for ad-hoc customer letters. reconciling vendor invoices and allocating charges.

This is a hybrid role. The first three months are fulltime in the office. 

Essential Functions

• Plans, develops, and implements a variety of complex studies and investigations including cost - benefit analyses, system design specifications, test plans, policies, procedures, and other technical and administrative evaluations impacting Customer Operations programs.
• Supports development, and maintenance of management and information systems which schedule and estimate work, monitor field/staff progress towards Customer Operations financial and operational goals and objectives.
• Supports studies to identify Customer Operations management related issues regarding the various aspects of serving customers and recommends solutions to identified problems.
• Coordinates personnel, develops schedules and evaluates work plans to support assignments as required.
• Analyzes proposed or existing methods, policies, procedures and/or technologies related to Customer Operations activities.
• Contributes to the assessment and improvements to systems, procedures and computer applications related to all Customer Operations.
• Supports the production of Customer Operations financial and operational management reports which include detailed quantitative analysis of data, conclusions, and recommendations.
• Participates in cross-functional project teams that affect customer service processes, AMR operations, and customer systems, as well as various data marts and data warehouses.
• Aids various Customer Operations training functions for developing instruction/training.
• Responds to regulatory and law enforcement agency requests in a timely and accurate manner.
• Represents Eversource on specific industry committees, professional societies or joint study groups as authorized.
• Collaborates with key internal business partners to identify and resolve internal service level agreement issues.

Qualifications

Technical Knowledge/Skill:

• Requires in knowledge and experience with IT systems and performance reporting.
• Strong analytical and investigative skills
• Requires demonstrated presentation, verbal and written communications and interpersonal skills.
• Requires a comprehensive knowledge of rates, billing, and service requirements, DTE regulations, customer systems, meter history and meter reading data files and transactions, and various data marts and data warehouses.
• Ability to use PC desktop applications (e.g., Microsoft Word & Excel)
• Medium-level programming or a demonstrated programming aptitude (COBOL, SAS, ACL, SQL, etc.) preferred.
• Ability to work with financial models and perform financial analysis preferred.

Education:                          

• Bachelor’s degree in engineering, Business Administration, Finance, Accounting, Statistics, Economics, related discipline, or equivalent experience 
• MBA preferred.

Experiences:                        

• Three (3) plus years of related experience
• Demonstrated experience in building analytical models, working with IT systems, project and contract management and financial/investment decision analysis.

Compensation and Benefits:

• Eversource offers a competitive total rewards program. The annual salary range for this position is $91,850.00- $102,060.00 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.

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Worker Type:

Regular

Number of Openings:

1

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment.  This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.